Senior Vice President, Client Relationship Management
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Job Description
SVP of Client Relationship Management at Alight overseeing strategic enterprise client relationships. Leading teams for client retention, revenue growth, and satisfaction within a large portfolio.
Responsibilities:
- Oversee a portfolio of strategic enterprise clients, ensuring strong relationships and long-term partnership value
- Serve as an executive escalation point for complex client issues and ensure rapid resolution
- Partner with Sales, Product, Operations, and Delivery teams to align services with client objectives and contractual commitments
- Active Oversight of SAEs providing direct leadership and structured oversight of SAEs responsible for key client relationships
- Establish clear performance expectations and accountability for client retention, growth, and service excellence
- Conduct regular client portfolio reviews, pipeline reviews, and relationship health assessments
- Coach and develop SAEs on executive management, strategic planning, and consultative client engagement
- Ensure consistent execution of account management standards, governance models, and client engagement frameworks
- Drive high client retention and renewal rates across the strategic client portfolio
- Identify opportunities for cross-sell, upsell and expansion of services within existing accounts and provide strategic input to SAEs to execute
- Partner with the sales organization to support new growth opportunities
- Ensure each client has a clear growth and engagement plan aligned to their business objectives
- Lead efforts to manage client satisfaction and NPS across the client base
- Ensure consistent client engagement model and communication cadence across all SAEs
- Implement structured feedback loops to identify service improvement opportunities and strengthen long-term client loyalty
- Implement portfolio governance and reporting to monitor client health, risk indicators, renewals, and expansion opportunities
- Drive alignment between client management, delivery, and product teams to ensure operational excellence
- Lead executive business reviews and strategic planning sessions with key clients
- Foster a culture of client advocacy, accountability, and continuous improvement within the relationship management team
- Collaborate with the Head of Relationship Management to refine account management strategy, processes, and talent development
- Contribute to broader organizational initiatives focused on client growth, retention, and service innovation
- Instill a culture of accountability and urgency around the voice of the client
Requirements:
- 10+ years of experience in client relationship management, strategic management, strategic account management, and enterprise client leadership
- Proven success managing large, complex enterprise client portfolios
- Demonstrated experience leading and developing high performing account management teams
- Strong track record of driving client retention, revenue growth, and client satisfaction
- Exceptional executive presence and ability to engage with C-suite client stakeholders
- Experience working in complex service, technology, or consulting organizations
Benefits:
- A variety of health coverage options
- Wellbeing and support programs
- Retirement plans
- Vacation and sick leave
- Maternity, paternity & adoption leave
- Continuing education and training
- Several voluntary benefit options
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